IT Support Tech

Trulieve • Clearwater, FL

6h • Onsite

About The Position

The IT Support Technician provides technical assistance and hands-on support to Trulieve locations, ensuring reliable performance of hardware, software, and network systems. The role supports operational efficiency through troubleshooting, maintenance, technology deployments, asset documentation, Level 3 escalation support, and development of standard operating procedures. The technician works closely with the Technology Operations Supervisor to uphold service standards and drive continuous improvement.

The position provides on-site and remote support to locations nationwide, including retail stores and new-store openings or remodels. It handles user and systems support, Microsoft cloud and productivity technologies, networking, mobile-device management, and IT projects. The role requires travel of up to 35% nationwide and availability for 24/7 support as needed, including on-call duties, evenings, weekends, and holidays. Work is based in Clearwater, Florida, with a schedule of 40 or more hours per week and flexible hours based on business needs.

Requirements

• At least 3 years of experience in IT support, help desk, or desktop support roles in an enterprise environment.
• Ability to make sound, timely decisions in a fast-paced setting.
• Ability to work independently and demonstrate self-motivation.
• Advanced knowledge of Windows OS and Windows Server; familiarity with macOS and Linux.
• Proficiency with Office 365, Azure, Intune, and SharePoint, including advanced Office 365 troubleshooting.
• Strong understanding of TCP/IP, VLANs, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience troubleshooting desktops, laptops, printers, peripherals, and mobile devices.
• Knowledge of Active Directory user management and permissions.
• Familiarity with remote support tools such as TeamViewer and Remote Desktop, and ITSM platforms such as Zendesk, ServiceNow, or ADO.
• Ability to assist with mobile device management platforms and legacy systems.
• Clear, patient communication with non-technical users.
• Strong problem-solving skills, including identifying root causes and implementing effective solutions.
• Ability to prioritize multiple tickets and meet service-level agreements.
• Ability to collaborate with IT teams and cross-functional departments.
• Must be at least 21 years old and pass a Level 2 Background Screening.
• Willingness to travel up to 35% nationwide.
• Availability for 24/7 technical support as needed, including on-call duties, evenings, weekends, and holidays.
• Ability to lift 25 pounds to a height of five feet and carry it up to fifty feet.
• Ability to climb ladders, kneel, crouch, and reach as needed.
• Ability to work in varying environmental conditions while wearing PPE.
• Visual acuity for detailed inspection and computer work.
• Ability to communicate verbally at conversation levels.

Nice To Haves

• Associate’s or bachelor’s degree in IT, Computer Science, or a related field.
• Certifications such as CompTIA A+, Network+, Microsoft Role-Based, or ITIL Foundation.

Responsibilities

• Deliver customer service and technical support to internal employees.
• Provide on-site and remote IT support for locations nationwide.
• Respond to requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network issues involving computers, mobile devices, peripherals, and network equipment.
• Install, configure, and maintain operating systems, applications, and security tools.
• Manage user accounts, password resets, and access permissions.
• Perform routine system maintenance and updates.
• Document issues, resolutions, processes, and installation procedures in the IT knowledge base.
• Support upgrades, deployments, migrations, new-store openings, and remodels.
• Ensure compliance with IT policies and security standards.
• Maintain accurate documentation for managed stores and update it during quarterly site visits.
• Administer Microsoft Azure, Office 365, and related applications.
• Troubleshoot network issues and assist with mobile device management platform administration.
• Collaborate with IT Service Management to provide a seamless support experience.
• Audit and streamline manual software processes and contribute to automation initiatives.
• Develop solutions for complex technical challenges and provide Level 3 escalation support.
• Provide retail technology support for POS systems, printers, network connectivity, and store-specific applications, resolving issues quickly to minimize downtime.
• Coordinate with vendors and internal teams on hardware replacements and repairs.
• Deploy and configure network equipment, POS systems, workstations, and peripherals for new stores and remodels.
• Conduct site-readiness checks and ensure systems are operational before launch.
• Maintain accurate inventory of deployed assets.
• Respond to critical technical needs on a 24/7 basis as needed.

Benefits

• A comprehensive benefits package.
• Paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed